{"id":1146,"date":"2020-04-30T10:28:14","date_gmt":"2020-04-30T15:28:14","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=1146"},"modified":"2026-01-29T11:18:12","modified_gmt":"2026-01-29T16:18:12","slug":"it-incident-management","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/","title":{"rendered":"IT incident management"},"content":{"rendered":"    <section class=\"cc--component-container cc--hero-basic  hero-basic color-light-gray\">\n\n<div class=\"c--component c--hero-basic\">\n        \n<div class=\"outer-wrapper\">\n    <div class=\"inner-wrapper\">\n        <div class=\"text-container\">\n            <div class=\"text-wrapper\">\n\t\t\t\t<div class=\"f--field f--page-title \"><h1>IT incident management<\/h1>\n\n<\/div><!-- f--field f--page-title -->\n\t\t\t\t<div class=\"f--field f--text \"><\/div><!-- f--field f--text -->\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<\/div><!-- c--component c--hero-basic -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--rich-text  rich-text\">\n\n<div class=\"c--component c--rich-text\">\n        \n    <div class=\"f--field f--rich-text \"><h2><strong>Incident management<\/strong><\/h2>\n<p>Incident Management is the process of managing IT incidents throughout the incident lifecycle. Incident management ensures that normal service operation is restored as quickly as possible and minimizes business impact.<\/p>\n<h2><strong>What is an IT incident?<\/strong><\/h2>\n<p>ITIL\u00ae (Information Technology Infrastructure Library)\u00a0defines an incident as an unplanned interruption to or quality reduction of an IT service.<\/p>\n<h2><strong>Primary objectives<\/strong><\/h2>\n<p>The primary objectives of incident management are:<\/p>\n<ul>\n<li>Return the IT service to users as quickly as possible.<\/li>\n<li>Minimize adverse impact on the business.<\/li>\n<li>Maintain the best possible levels of service availability and quality.<\/li>\n<\/ul>\n<h2><strong>Benefits and value to Rutgers<\/strong><\/h2>\n<ul>\n<li>Reduced downtime and higher service availability.<\/li>\n<li>Alignment of IT activity to real-time business priorities.<\/li>\n<li>Ability to identify potential improvements to IT services.<\/li>\n<li>Identify additional service opportunities and training gaps.<\/li>\n<\/ul>\n<h2><strong>Contact us<\/strong><\/h2>\n<p>To learn more or onboard to IT incident management, email us at\u00a0<a href=\"mailto:smo-support@oit.rutgers.edu\">smo-support@oit.rutgers.edu<\/a>.<\/p>\n<\/div><!-- f--field f--rich-text -->\n\n    <\/div><!-- c--component c--rich-text -->\n\n    <\/section><!-- cc--component-container cc--section -->\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":910,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"page-category":[],"class_list":["post-1146","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - 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